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Customer Service Coordinator

2 months ago

Milton Keynes, Milton Keynes, United Kingdom Institute of Chartered Accountants in England and Wales Full time

About the Role

The Institute of Chartered Accountants in England and Wales is seeking a highly organized and detail-oriented Customer Service Administrator to join our team. As a key member of our enquiry services team, you will play a vital role in providing exceptional customer service to our students, delegates, and members.

Key Responsibilities

  • Triage and Support
    • Triage and categorize email and webform enquiries to ensure they are managed efficiently by the correct enquiry team and others across the Institute.
    • Manage returned post and bounced emails, endeavouring to identify, contact, and update details to maintain strong, successful engagement with our users.
  • Enquiry Management
    • Respond to and manage basic enquiries to alleviate the impact of peak enquiry periods on the wider enquiry team.
    • Make outbound telephone calls to contact individuals in relation to information detailed in their enquiry or to confirm information on their account is accurate.
  • Administrative Support
    • Support the wider team with useful summary notes for each enquiry, and take pride and responsibility for basic record administration and data cleansing to ensure our user records are up to date.
    • Support the advisory teams with administrative tasks, student/member record processing, data cleansing, and producing verification letters for members and students where needed.
  • Data Protection
    • Ensure that our user data is protected in line with organizational policies and that subject access requests are identified and escalated within 24 hours.

Requirements

  • Attention to Detail
    • Demonstrated attention to detail and ability to respond to verbal and written enquiries in a courteous, professional, and empathetic way in line with the Institute's values.
  • Initiative and Prioritization
    • Ability to take initiative and prioritize tasks in line with business needs.
  • Technical Skills
    • Basic experience with Microsoft systems (Word, Excel, Teams).

Desirable

  • Experience with Printing, Scanning, and Mail-Merging
    • Experience with printing, scanning, and mail-merging.
  • Experience with Record Database or Customer Management System
    • Experience using a record database or customer management system.

Why Work at the Institute of Chartered Accountants in England and Wales?

We offer a supportive and inclusive work environment, with opportunities for training and development. Our benefits package includes a generous suite of training and development, flexible working arrangements, and a range of employee benefits.